Software Application Support Scientist II

This is a fully remote position, open to applicants in France.

📋 Description

• Oversee the onboarding process for new customers, which includes providing support for software configuration, reviewing workflows, delivering hands-on training, and conducting post-implementation follow-ups to ensure the effective use of VIA and Access software.

• Address customer inquiries and escalations via email, phone, remote meetings, and case-management systems; investigate issues, document findings, and facilitate timely resolutions in collaboration with internal teams.

• Offer expert support for the Bionano VIA software application, including advice on genomic data visualization, variant interpretation, annotation, filtering, classification, and reporting workflows.

• Assist customers in analyzing genomic data derived from NGS, microarray, and OGM technologies, which includes copy number variants, structural variants, sequence variants, regions of homozygosity, and relevant cytogenomic findings as applicable.

• Act as a reliable technical resource for customers and field teams regarding VIA capabilities, genomic analysis workflows, requirements for data import and processing, quality review, and best practices for interpretation.

• Work together with account managers, field application scientists, and support teams to enhance customer relationships, identify workflow requirements, coordinate upgrades, and promote the expanded usage of Bionano software solutions.

• Collect, prioritize, and relay customer feedback, feature requests, usability insights, and recurring support trends to product management and software development departments.

• Keep accurate support documentation, customer interaction notes, issue summaries, and follow-up actions in the CRM (Salesforce).

⛳️ Requirements

• Proficient in English communication at a B2 level or higher; proficiency in additional European languages like French, German, Spanish, or Italian is advantageous.

• Capability to work both independently and collaboratively in a dynamic, cross-functional setting.

• Excellent organizational skills with a keen focus on detail and accuracy in documentation.

• 3–5 years of pertinent experience in genomic data analysis, clinical or research genomics, cytogenomics, molecular diagnostics, bioinformatics support, or software application support.

🏝️ Benefits

• Customer-focused, collaborative, and organized work environment.

• Willingness to travel occasionally (10-20%) for customer engagements and/or field support.